Case Study: Slice doubles order volume and slashes support headcount with Twilio Segment

How Slice encourages customers to reorder from their favorite pizza shops

Slice is a New York–based online pizza marketplace that helps more than 16,000 independent pizzerias offer digital ordering to millions of customers. When the pandemic drove a steep rise in online orders, Slice faced an urgent need to scale customer engagement, automate manual order confirmations, secure transactional support, and centralize growing cross-channel data.

Slice implemented Twilio’s suite—Programmable Voice, Programmable Messaging, SendGrid Email API, Verify, and Twilio Segment (Protocols and Data Lakes)—to automate click-to-call ordering, SMS/email confirmations, two-way texting, identity verification, and unified customer data into Databricks. The changes encouraged repeat purchases and improved operations: order volume doubled, order confirmations became 60% faster, customer support headcount dropped dramatically (200% decrease reported), and customers saved $250M.

Slice

Anders Cassidy

Senior Director of Data Engineering